Associate Director - Senior Incident / Problem Manager

About the role

This senior role sets, monitors and governs the quality and delivery discipline of incident and problem management across Digital & Tech, ensuring comprehensive identification of improvement opportunities, robust root cause analysis (RCA) and rigorous follow-up of corrective and preventive actions.

What you'll do

• Take end-to-end control of complex or high-impact P1/P2 Major Incidents when senior intervention or additional capacity is required
• Direct resolver teams, subject-matter experts and third parties at pace, testing assumptions
• Manage senior business and technology stakeholders during critical incidents, providing accurate, timely and audience-appropriate communication on business impact
• Maintain disciplined incident command, including clear decision-making, action ownership, escalation
• Ensure the incident record captures sufficient technical evidence, decisions, impact and recovery detail to enable effective Problem Management

What you need

• Root cause analysis
• ITIL
• Documentation
• Six Sigma
• Performance management
• Incident response

Good to have

• ServiceNow